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The Future Of Mobility Is Data, Not Cars

Lorenzo Introna December 5, 2018
Having worked in and with the automotive industry for around 25 years, the challenges that OEMs face given their size and structures often inhibit the business agility needed to provide lasting customer value in an age of digital disruption. The focus has always been more skewed toward the product experience and product features and defining […]
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Volkswagen Partners With Azure To Drive Transportation Innovations

James Staten October 17, 2018
Volkswagen’s recent announcement of its decision to build its automotive cloud platform on Microsoft Azure is yet another example of the types of tech-driven innovation efforts that transportation leaders are taking to position themselves as customer experience leaders. The objective of Volkswagen Automotive Cloud is to transform the company to a digital-services-driven business. While the […]
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Customer Experience Index Reveals Brands Lack Human Connection

Victor Milligan September 5, 2018
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk. Taking a step […]
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How Are You Using IoT Technology To Drive Business Innovation?

Carlton Doty August 20, 2018
Over the past several months, I’ve spoken to dozens of Forrester clients about many emerging technologies. A common thread that I’ve observed is they all need help seeing around the corner, identifying the next “big thing” before it becomes the next big thing. Since I recently explored additive manufacturing and autonomous vehicles in-depth, I’ve spoken to several […]
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Uber Shutters Self-Driving Truck Group; Autonomous Freight’s Future Remains Bright

Laura Koetzle August 1, 2018
This week, Uber announced that it would close down its self-driving trucks business unit to focus on autonomous passenger vehicles.  In July 2017, we predicted that logistics and shipping firms would replace human-driven double- and triple-freight trailers with human-directed platoons of autonomous trucks and fully autonomous trucks as quickly as practicable and legally permitted. Does this […]
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Uber Shutters Self-Driving Truck Group; Autonomous Freight's Future Remains Bright

Laura Koetzle August 1, 2018
This week, Uber announced that it would close down its self-driving trucks business unit to focus on autonomous passenger vehicles. In July 2017, we predicted that logistics and shipping firms would replace human-driven double- and triple-freight trailers with human-directed platoons of autonomous trucks and fully autonomous trucks as quickly as practicable and legally permitted. Does this […]
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The Future Is Here: Want A Ride In A 3D-Printed Autonomous Shuttle?

Carlton Doty July 18, 2018
I’m posting this just as our New Tech & Innovation Forum in Boston gets underway. Hundreds of attendees from client organizations, startups, and event sponsors are gathering for a day-and-a-half of content about emerging technologies. Quantum computing, artificial intelligence, blockchain . . . it’s all here. I look forward to some great discussions about how […]
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New Tech: Transportation Technology And The Self-Driving Economy

Carlton Doty March 22, 2018
Less than a year ago, my colleague Laura Koetzle and I published a report on the transformative effects of autonomous vehicles on the global economy. While conducting the research in the year leading up to that publication, the news cycles were sparsely populated (at best) with stories of the marvel of self-driving cars. We are […]
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Get Ready For The Self-Driving Economy

Laura Koetzle July 20, 2017
Autonomous transportation. If you’re reading this, you have an internet connection, so you’ve heard all about how autonomous vehicles (AVs) are coming to take our jobs, eliminate traffic and give machines the power to make moral choices. This technology is exciting, hence all the media hype – but what does it really mean for your […]
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Congrats On Your New Car! But Before You Go . . .

Danielle Place May 18, 2017
If you’ve ever bought a car from an auto dealership, this story might ring true for you. After weeks of test driving, researching, and debating prices, I finally settled on the exact car to buy. I felt relieved to make this decision and couldn’t wait to drive my new ride home. But there was just […]
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Digitizing The Car: Why Auto-Makers Are On The Wrong Track

Nigel Fenwick April 2, 2016
I’m a bit of a car nut. I love driving cars. So does my wife. We both autocross one of our cars most weekends in the New England summers (FYI AutoX is a great way to hone your driving skills and be a safer driver). We love our cars and I’m pretty passionate about the […]
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Welcome To The Age Of Innovation – Perspectives On CES 2016

Nigel Fenwick January 12, 2016
Presenting and hosting a panel on digital transformation at this year's CES gave me the opportunity to wander the 2 million square feet of exhibit space and assimilate some of the changes coming our way: Welcome To The Age Of Invention. For me, the most exciting aspect of CES is the sheer volume of innovative, […]
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The Emergence Of The German Digital Autobahn Ecosystem

Dan Bieler November 11, 2015
A few days ago, at an event hosted by Continental, Deutsche Telekom AG, Fraunhofer ESK, and Nokia Networks, I came across an interesting example of an emerging mobile Internet-of-Things (IoT) solution: the initiative to “connect the Autobahn” in Germany. The goal of the Digitales Testfeld Autobahn initiative is to develop a platform that allows a wide […]
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Robots Will Soon Be Parking Your Car

J.P. Gownder August 31, 2015
During our research for the Forrester Big Idea report The Future of Jobs, 2025: Working Side-by-Side with Robots, we spoke with not one, but two different vendors that automate parking garages, Boomerang and Serva Transport Systems. Rather than explain, I'd invite you to watch a few seconds of the following video, which depicts how Serva […]
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Video Recap: Forrester’s Customer Experience Forum East 2014, Day One

Harley Manning August 15, 2014
How did it get to be August already? Admittedly, going away for two weeks of vacation in July hit my fast forward button. But even so, memories of our Customer Experience Forum East in New York in June are still fresh in my mind. If you were also at CX East, here’s a reminder of […]
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Customer Experience Q&A With Stephen Cannon, President And CEO, Mercedes-Benz USA

Harley Manning June 18, 2014
When I was 10 years old, I heard my father and my Uncle Bob talking about the car they’d most like to own. Noticing me, Uncle Bob asked, “How about you, Harley? What car do you want to drive when you grow up?” I immediately answered, “A Mercedes!” My father’s eyes widened as Uncle Bob […]
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Ta Da! Announcing The Speakers At Forrester’s Forum For Customer Experience Professionals East, 2014 — June 24th and 25th in NYC

Harley Manning April 18, 2014
It’s that great time of year when I finally get to talk publicly about Forrester's Forum For Customer Experience Professionals in New York at the end of June. If you’ve ever been to one of our events, you know that we always have a theme, and this year that theme is “Why Good Is Not Good Enough.” […]
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The Data Digest: Auto Technology Gets The Green Light From Consumers

Anjali Lai February 21, 2014
At the intersection of technology, mobility, and consumer centricity, the automotive industry is kicking into gear. From the International Consumer Electronics Show highlights early this year to commercials aired during the nightly Winter Olympics coverage this week, it’s hard to miss the news and promotions around increasingly sophisticated in-car technologies. Vehicles are: Evolving as channels […]
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Mobile Mapping: Nokia Prepares For The Afterlife

katyayan_gupta November 27, 2013
At the recently concluded Tizen developer conference in South Korea, Nokia announced that it has licensed its maps and related functionality to the Tizen ecosystem. While no phone or tablet running the Tizen OS has yet launched, device manufacturers like Samsung, Huawei, and Fujitsu are backing it. Mobile handset manufacturer Jolla, whose first phone ships […]
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Creating Audi Fans

Harley Manning August 19, 2013
To better compete in the US luxury automotive landscape, leadership at Audi of America had focused on improving three fundamental areas: the brand, the products, and the dealership. And they had made huge progress. But according to Jeri Ward, director of customer experience at Audi of America, “The customer experience had not kept pace.” Troubling […]
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